Feedback and complaints

Public Transport Victoria is committed to delivering the best customer service and improving your travel experience.

This area explains the public transport feedback process and the public transport organisations you can contact with your feedback.

Feedback is an important tool that Victoria’s public transport organisations use to improve the public transport network. Every enquiry, suggestion, complaint and compliment helps to create a better public transport network.

Follow the link below to submit your feedback to Public Transport Victoria online. If your feedback relates to another public transport organisation, check useful contacts to contact that organisation in order to facilitate a quicker response.

If you are unsure of who to contact, submit your feedback to Public Transport Victoria online and we will forward your feedback onto the relevant public transport organisation.

Feedback processes

1. Which organisation do I contact with my public transport feedback?

Choose the most relevant public transport organisation from operator contacts. If you have any doubts about which public transport organisation to contact, Public Transport Victoria can forward your feedback to the relevant organisation.

2. What information is recorded when I provide feedback?

Each feedback case is recorded and given a unique case number for easy follow-up. In accordance with the Information Privacy Act 2000 any personal information collected is confidential. Personal information submitted on or before 30 November 2009 to Connex can be accessed by Metro. Information submitted to the former operator of Yarra Trams (TransdevTSL Transfield Services joint venture) on or before 30 November 2009 can be accessed by the current operator of Yarra Trams, Keolis Downer EDI Rail.

3. When can I expect a response?

Feedback is categorised and prioritised, with issues such as immediate passenger safety and security allocated as the highest priority. Cases in this category are acknowledged within one business day with a further response within two business days if required.

In emergency situations, the relevant authority is notified immediately.

For other types of feedback, you will receive an acknowledgment and response within seven business days.

If these timelines cannot be met, you will be contacted and advised of an expected response time.

4. What happens if I am not satisfied with the response?

Each public transport organisation is committed to resolving the feedback you provide.

If you do not receive a response to your feedback or you remain dissatisfied, you can either escalate your feedback to the PTV Customer Advocate or contact the Public Transport Ombudsman. Customers are not required to escalate their complaint through the PTV Customer Advocate and can choose to escalate directly to the PTO if they wish.

PTV Customer Advocate

The PTV Customer Advocate thoroughly investigates and attempts to resolve escalated feedback cases between dissatisfied customers and the public transport operators, including PTV. The PTV Customer Advocate will try to resolve your complaint through discussion and agreement with you and the operator or PTV.

As a system authority, it’s important that PTV is aware of all issues affecting customers on the network so that it can continue to deliver improvements that will make a difference and ensure the operators are fulfilling their obligations.

Please note: you must have already raised your feedback and received a response in order to escalate to the PTV Customer Advocate.

Public Transport Ombudsman

The Public Transport Ombudsman (PTO) is an independent and external dispute resolution body. The PTO’s aim is to provide cost free, independent resolutions to public transport complaints having regard to what is fair and reasonable for both parties, good industry practice and the law.